Just eat customer service 😡

[Thirtysomething123]

I have a disability and use Just Eat regularly for groceries. Every now and then there’s a missing item and I contact Just Eat and they refund no problem. All good.
However yesterday, half of my order was missing. My DH was home so he ran out to the driver and asked him to check if there was another bag as only half had come. He said that was all he had been given. I then complained to Just Eat who have refused to refund for the missing items. They said as I’ve previously had issues and missing items they will no longer refund for missing items?! I’ve even instant messaged them to see if I got a different response.

Has anyone had this and had any luck? It’s not even about the money but the principle I have paid for half a shop that wasn’t there!

what else can I do?

The issue is so many people scam and lie and claim they haven’t had items when they have done. Which means they (and the other companies) crack down on the number to refunds, but it’s not fair on those who have legitimate claims.

You could do a chargeback I guess but get prepared to be banned from Just Eat after.

I stopped using just eat after they offered to only refund £12 of a £78 meal that was utterly inedible. The restaurant apparently couldn’t get a driver and we waited 75 minutes for our food, the restaurant clearly didn’t keep it hot so it arrived cold and stodgy.
Plus- using their own extortionate contact number cost me £5, twice, whilst trying to resolve the issue.
Refused to use them ever again

I had this a couple of years ago. Eventually they refunded. I couldn’t understand why they didn’t just check the receipt from the store. I was very fed up and not used them since.

Why not just use a normal supermarket delivery service

unfortunately if you keep claiming refunds they will block you from getting more.

Its much more expensive then using tesco or mns home delivery service. And with them they only charge on the day for whatever is in the shop. Just eat charges more for the products, you dont get offers that are instore and delivery is more.

Because sometimes I have items that haven’t turned up in my normal shop or I need something unexpectedly and as I’m disabled and don’t drive I have no other choice sometimes

I’ve looked in my account. Twice I’ve reported items missing and once was hair in the food 🤢

Chalk it up to experience OP, and use Deliveroo. Most deliveries are fine and on the odd occasion something has been missing I’ve never had a problem with refunds. On two occasions in the last few months a significant proportion of the delivery has been missing and again, no problem. You have to upload photos of the items delivered with either the receipt or the delivery bags, and you can choose a refund to your bank or credit to your Deliveroo account.

Tesco do whoosh, highly recommend trying them!

I had a very similar incident with UberEats. First driver got lost - I could see him driving round and round the area of the restaurant - then dropped the pick up. Next got stuck in traffic. Food was cold. They refunded a tiny, tiny fraction and when I complained about it explaining why I felt more should be refunded the only response I got as that they could see I’d already had a refund. Hopeless.

I've stopped using JustEat because of exactly this issue. It's so, so common for items to be missing from the order, so when it happens, I just report it, and it used to just refund me directly, automatically. I hate it when things are missing, because sometimes it's someone's main meal so they either have to go without or have a little bit of other people's if they like what they've ordered - either way it's not fair.

Anyway, we ordered pizzas at the weekend, they arrived, and they'd sent two the same despite us ordering different flavours. The one they'd sent my partner just doesn't like at all. He tried eating some and managed two slices and just said he couldn't do it as he wasn't enjoying it. I emailed them and they firstly said they wouldn't refund as we were delivered two pizzas. Then they said because I'd had refunds in the past I wouldn't get any more. I provided a photo showing the two were clearly exactly the same when they should have had completely different toppings. Sending a super spicy pizza to someone who hates spicy food isn't fair.. and we never got a refund.

MAYBE if orders were properly checked by drivers we wouldn't be in a situation where we had to ask for refunds on multiple orders. I've never stolen as much as a sweet from a pick n mix, I have an anxiety disorder which means doing the wrong thing would cause severe guilt even if others wouldn't bat an eyelid, and the thought that I have to take whatever I'm given and fuck whether it's right or not really angers me.

Not only that but the pizza we were given was cheaper than the one we paid for.

Won't be using them again.

Keep on at them and eventually you will get a refund, but you have to be persistent. I refuse to give the driver the code until I've checked everything now.

@Thirtysomething123

I totally sympathise with being disabled & not being able to just 'pop out' & get the missing items.

I use Tesco deliveries, I have one weekly (usually 8am Friday) & it very rare an item is missing. I have quite a restricted diet so I have NO substitution on the entire order.

I believe those things really help me to get my full order. I think evening/weekend orders are more likely to not be complete.

i think it's absolutely crap they won't refund your 1/2 shop, they need to put more checks in place & more responsibility onto the store, but I doubt it'll happen.

Can your DH not just pick up bits you need? I'd just do without myself, have something different as I cba being messed around by these companies. If I absolutely needed something I'd use 'woosh' but resent how much more expensive the items are that way. (Not the delivery charge, the actual item
price).

If supermarkets don't have what you want in stock they'll attempt to swap it for something else, that's the difference between Uber/Just Eat, and actual shops. I'd set up an account with a supermarket and just order online from them.

I wouldn't rely on just eat for groceries I would use a proper supermarket home delivery items if you need a top up then I would look at doubling up on some items your regularly needing just eat or any platform won't keep refunding due to the sheer amount of claims they get

I've never used these apps thankfully.
Couldn't be doing with it.
Not a big fan of takeaways either.

Do Wiltshire Farm foods still go.
They deliver meals to your house and you can put them in your freezer.

Tbh I would let them know that you are disabled, explain that is why you order frequently, report the problems with historic orders, ask for a refund again and for the matter to be considered by a supervisor, and if not say that you will raise a chargeback request and/or take legal action for breach of consumer protection law and disability discrimination. Not sure if you'd actually have a legal case regarding discrimination but it would not hurt to raise the point. Unfortunately this kind of practice is common with businesses due to so much fraud, and whilst it may block the fraudsters it also sometimes affects genuine customers.

OP do you have Tesco Whoosh ? Much more reliable, and cheaper than JustEat or Deliveroo.

Stop using Just Eat then 🙄 Especially if you are grocery shopping. There are alternatives e.g. with supermarkets directly.

I'd alternate between a few, Ocado give 25% off first order, Deliveroo for urgent stuff, tesco, adsa even Iceland.

After this I wouldn't give Just Eat any money.

Just Eat did the same to a family member.

I think some people have been quite rude on here to you as well. I don’t leave the house so everything I need is generally delivered. My husband and son do a food shop once a week at the supermarket but when they are at work or out, delivery services are my only option.

Whoosh is definitely worth a try.

I had a bag missing from ocado recently. They apologised, gave me a £10 voucher and re delivered the missing items.

The issue is that you have to book the supermarket deliveries in advance - only a few offer same day delivery, and that depends on area. OP is disabled and it sounds as though she uses them as a kind of on demand service for items that others could just nip out to the local shops for.

They are notoriously crap, we had a guy just the otter day who refused to come to our door. The front of our house is pedestrianised and its not uncommon to ask a delivery driver to park up and walk around, most will do this, no problem but this lazy arsehole flatly refused and drove off with our order saying his couldn't get hold of us, my husband screenshotted the call log that showed he had answered this guys call and we got a full refund but was pissed off that my husband had to drive to the takeaway himself and order/pay again. I have contacted them on a number of occasion about delivery drivers refusing to come to my door as i too am disabled and can't easily go wandering down the garden steps to collect a delivery.